Vivint Smart Home Security

Complaint: [redacted]
I am rejecting this response because:Vivint DID NOT address the problems we have.  Faulty components fail, and we have had to contact the phone service techs to solve the problem.  Temporary solutions fixed one problem, only to have that same problem occur again, or a different problem arise.  The service tech did arrive on July 17, and could not fix the electronic door lock.  At that point, we told him that we had NO confidence in the system, and wanted the removal of components.  He contacted Vivint for approval, and was told to disconnect the entire system.  He could not remove the components without further authority.  His contact offered us a rate reduced from the original contract without the monthly charge for the door lock.  I told him this was unacceptable to us, and to contact us when the problem of the four year contract was resolved.  We now sit with a disconnected system that is useless to us while paying for services we are not receiving!  NO CONTRACT SHOULD BE ENFORCEABLE WHEN THE PRODUCT IS FAULTY AND UNRELIABLE!Service tech badge number:  [redacted]His Vivint contact badge number:  [redacted]
Sincerely,
Francis S[redacted]

November 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: December 27, 2010           To Whom It...

May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] states that she never authorized Vivint to withdraw funds from her bank account and that Vivint withdrew an additional payment after her System Purchase and Services Agreement (“Agreement”) had been approved for cancellation. Ms. [redacted] desire a refund of all monies paid to Vivint. Vivint’s records indicate that Ms. [redacted]’s account was drafted for her monthly service fee on October 31, 2016. This payment was refunded to her on November 4, 2016 as a gesture of goodwill. Pursuant to section 2.4 of the Agreement, a customer’s account will remain active for thirty days after a written notice of cancellation is sent. If a customer’s monthly billing cycle date falls within the thirty day cancellation period they will be charged a monthly service fee for that month. Further, Vivint’s records indicate that Ms. [redacted] entered into her Agreement on December 27, 2016. By signing her Agreement Ms. [redacted] authorized Vivint to make electronic fund transfers from her bank account. The Agreement reads; “I authorize APX or its assignee(s) to make electronic fund transfers from my bank account or charges to my credit card account in the amount identified above as my total monthly payment and including all past due amounts, trip fees, service fees or amounts which may accumulate in arrears, according to the terms above and the conditions of this Agreement.” Due to this a refund of all monies paid to Vivint is not warranted.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 2015          To Whom It May Concern:I have...

reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] states that her alarm has never fully functioned. She further states that she contacted Vivint about the service not working for months and when Vivint sent the technician she was charged for the service visit. Mr. and Mrs. [redacted] requests for Vivint to release them from their System Purchase and Service Agreement (“Agreement”) without penalty and to refund them for services not rendered.Vivint will offer Mr. and Mrs. [redacted] offer Premium Service at no additional charge and apply a credit for $150.00 for the time their service was not functioning fully.Vivint’s records indicate that Mr. [redacted] signed his Agreement on May 30, 2015. By signing his Agreement, he understood and agreed to the following: Section 5. Repair Service(A) What is covered. If you selected Premium Service, then we will, so long as we are providing services pursuant to this Agreement, repair and replace any defective part of the System without charge to you. If you decline Premium Service, however, then for one hundred and twenty (120) days after we complete the installation, we will repair or replace any defective part of the System without charge to you. After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.Section 12. Customer DutiesYou will test the System’s protective devices and send test signals to the Center in accordance with our instructions at least monthly. If a problem in the System occurs you will notify usVivints records further indicate that each time a technician was sent to the [redacted]’s home the service was restored to working order and the technician visit charge was waived.Due the information above, cancellation without penalty is not warranted and a refund is not justified. In an effort to resolve this matter, Vivint will offer the [redacted]s Premium Service so that in the future, they will not have to pay for the service charge; in addition, Vivint has also placed a $150.00 dollar credit on towards the [redacted]’s account. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: Their response is inaccurate we have been calling since January to have this system fixed we can submit all our call logs to prove we have been calling and have not received calls from them.  This last go around they claimed they called my husbands phone and that was also false, which I have had the account notes to call my phone not his.  Multiple employees we have spoke with apologized because they don't keep record of the times you have called in they can only see the previous notes on the account and they do not always document notes when you call to complain.  If what they were saying is true and them stating they would offer credits for the months it was down, why would they only offer 2 months and not 4 months since the first time they have record of us calling is in April and we are now in July and it still has yet to be fixed?? We have a technician scheduled for this week which vivint did not let me know they scheduled one I had to call on again and that is what they said was on our account.  We have had multiple texhitians scheduled and we wait around and they do. It show up.  We have had the police over to our house multiple times due to their system malfunctioning and they have not offered to trouble shoot it over the phone or anything.  They sent a tecnitian to that address on the 10 the day after we moved out and I let them know that we were moving and they were going to call and set up a reinstall for the new equipment so the fact that they had someone go out after I told them we would no longer be living there.  The technician called me and he himself said that they are the most unorganized company and they have that problem all the time.  I had to remove the equipment from my house and take it myself otherwise I was told I would have to pay for new equipment,  they said they were sending out a technician that was suppose to be there on the 6 to fix the problem and uninstall everything so it was ready to move, there tech did not show up and when I called they said the work order had not been completed and that I would have to pay for new equipment which I don't see how I was liable for that when they once again messed up.  Not to mention we have already had the door key pad replaced once last winter and the tech did not have keys for it and was suppose to come back with them or a new lock and that never happened,  in our original contract we order a brushed bronze door handle and they installed the silver one and were suppose to come and swap them out and that never happened we asked for it specifically when they were coming to fix it the first time it broke and they never brought the rite color.  We have been at our residence every single time we have scheduled a tech and have waited all day and they have not shown we have taken days off work to be home when they said they were going to be there to fix it.  We have had 2 of their account experts or managers whatever you will call them say they would give us 'down time credit' from January to the current month that they come fix it but they can't give the credit until the problem has been fixed, so for there response to say something different than what has already been told to us is unprofessional and pure ignorant.  We have been ran through the ringer with this company and have never gotten to actually speak with someone who knows what the heck they are talking about.  We got this system to make our life's easier and to feel safe and secure in our homes and it has been the complete opposite! We can bring over police records of how many times they have been dispatched to our home because the system malfunctioned, or maybe vibrant could provide a list of how many times the alarm has been set off because the key pad locks and unlocks its self constantly and has tripped the alarm.  We have to get up through out the night to re lick the door or make sure it's locked so that our family is safe, it has done that ever since they installed it and we have been calling since then, let's have vivint offer a date on that and an explanation.  They are a multimillion dollar company they can't try a little harder to acquire some more techs in our area? I am a paying customer and should have someone there to fix their faulty equipment not constant appointments that they have made to keep me happy but in reality they were not scheduling techs because they did not have any in my area!!! 
Sincerely,
[redacted]

August 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: May 23,...

2016           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint and Ms. [redacted] have come to a resolution in this matter, and Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: June 12, 2013           To Whom It...

May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has had difficulty canceling her account. As such, Ms. [redacted] requests that her account be cancelled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been cancelled as of June 28, 2017. Ms. [redacted] no longer has any obligation to Vivint. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: January 19, 2016           To Whom It May Concern:In her rebuttal, Ms. [redacted] again states that she stopped making her monthly payments because Vivint could not resolve her problems with the system.  Ms. [redacted] further states that Vivint went to her city hall and said that she had a working alarm system when she did not, and that the city has now fined Vivint.  Ms. [redacted] states that she refuses to pay Vivint and that Vivint gave her credits for 6 months when her system did not work.Vivint maintains its position. Ms. [redacted]’s account has been transferred to an outside collections agency, and she may settle the balance with them if she wishes.  Vivint sent multiple technicians to address Ms. [redacted]’s problems, and Vivint applied multiple credits and installed additional free equipment in Ms. [redacted]’s home in an effort to resolve her concerns.Vivint continuously monitored Ms. [redacted]’s system from installation until the service was deactivated due to non-payment.  Any report of the system working during this time would be accurate as the system was being monitored by Vivint’s central station (regardless of the status of any home automation equipment).  Vivint will not void Ms. [redacted]’s Agreement and cannot offer any other solution as her account is in collections. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: May 14, 2016          To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] explains that she the term of her agreement was not 60 months. Ms. [redacted] desires the account with Vivint to be canceled.   Vivint’s records indicate that prior to the installation of any equipment Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on May 14, 2016During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $80.99 plus any taxes each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Due to this termination of the agreement is not warranted. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:I was not made aware of these requirements when I contacted your customer service. Nor do I remember them in the contract stating they had to be in writing. Of course I no longer have that contract after 5 years have went by. I can provide the orders however if that would help. 
Sincerely,
[redacted]

September 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #:[redacted] Date of Agreement: July 9, 2010           To Whom It May Concern:I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that he has had equipment complications, and requested cancellation of his Vivint account. Mr. [redacted] desires a refund of all monies paid to Vivint for the past two months, and cancellation of his agreement without penalty. Vivint’s records indicate Mr. [redacted] contacted Vivint on August 18, 2015 and reported a battery concern for his glass break sensor. Vivint shipped Mr. [redacted] batteries on August 19, 2015. On August 29, 2015, Vivint received a written Notice of Cancel from Mr. [redacted]; Vivint considered this request as Mr. [redacted]’s thirty (30) day notice as specified in the Purchase and Services Agreement (Section 2.4). Vivint proceeded to make arrangements to cancel Mr. [redacted]’s account on September 29, 2015. As such a refund is not warranted at this time; however, Vivint has agreed to cancel Mr. [redacted] as of September 22, 2015 and refund Mr. [redacted] one month of service. A total of $[redacted] has been refunded back to the checking account Vivint has on file for Mr. [redacted]. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

June 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: June 5, 2017           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] explains that she tried to cancel during her Right of Rescission time frame because of some confusion with canceling her old security company. As such, Ms. [redacted] requests that her account be cancelled without penalty.  A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint can cancel the account without any charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment and if she will mail the $400.00 check to the Vivint representative who reached out to her. After the technician has removed the equipment and the check has been received the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

July 11, 2012           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she has not been satisfied with her Vivint service for the length of her Agreement term, and that she has recently requested cancellation as it is the end of her initial term, but Vivint continues to bill her for service. Ms. [redacted] desires cancellation of her Agreement as she has fulfilled her initial term. Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on July 11, 2012, in which she agreed that service would continue automatically after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  Ms. [redacted]’s initial term ends on January 10, 1016. A written notice of cancellation was provided by Ms. [redacted] on December 15, 2015, and her account was invoiced for the last month of service on December 10, 2015.  Pursuant to the signed Agreement, Ms. [redacted]’s account would be cancelled thirty (30) days following the written notice, on January 15, 2016.  Vivint will cancel the account at the end of the initial term, on January 10, 2016.  Ms. [redacted] has no further obligation to Vivint.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:I am NOT accepting their offer as it is unsatisfactory. First of all on 3/31/15 I did not enter into any contractual agreement. I did state that I was interested in using their services and paid the initial $59.99 down payment and this was SOLELY BASED  on Vivint being able to provide operable equipment and in this case they are not. I was assured by the several sales reps that the indoor cameras could be mounted in my window and properly record and capture necessary footage . Unfortunately, this is not the case and the cameras do not work as I was told they would, therefore, Vivint is in breach of contract. I have attached a copy of what I see once night fall hits, which is ABSOLUTELY NOTHING. It clearly shows movement and my camera is not recording or capturing any of it nor is there a thumbnail available, this is a criminals dream to be caught on camera and get away with it.  Secondly, due to Vivint standing me up for my install and reps failing to return to calls and emails,  my install did not take place until 5/30/15 (2 MONTHS AFTER) Keep in mind the contract does NOT start until the actual install date, therefore my contract date started 5/30/15 not in March 2015.  In addition, when my install was completed on 5/30/15 I expressed concern and dissatisfaction due to my garage door being left inoperable after the technician ran into an issue they he was not capable of fixing as well as not receiving the 2 indoor cameras because the technician said they were out of stock despite receiving a phone call a day or two before install and behind told that all the equipment I was promised would be installed as promise. I would like to know  when did their outdoor cameras become available? The ONLY way that I will keep my 60 month contract in place is if Vivint takes back their faulty indoor cameras and replaces them with 2 outdoor cameras, and I WILL NOT pay ANY FEES OF ANY KIND. I would not of taken their service in the beginning if I had know they were not able to provide working cameras. It has been one HUGE headache dealing with Vivint  and unless they are going to provide two working outdoor cameras AT NO ADDITIONAL COST TO ME as I have already been through enough then my contract terminates now and I will send this complaint with the states Attorney Generals Office Consumer Division and they can assist. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the resolution made by Vivint and the prompt follow up, thank you! 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
That's definitely my signature and I said that from the original complaint, I signed the agreement with my name and the customer name is my name. As I advised [redacted] was not home and I can definitely prove that is not [redacted]'s signature. I am not sure where that 2nd signature is from but as I advised I was home when the installer was there and agreed to the service. [redacted] was headed out to work during the presentation and when I did the verification call. I also did not state that it was not my debt, I stated it was my debt and mines alone. The collection notices are coming in [redacted]'s name. I was the sole person that signed that contract legally, as evidenced in the signature difference from our Refinance papers. Also there should be record of several calls with regard to me asking for assistance with the locks and with the app not allowing me in the house. I was given the installer code twice to reset the panel. Which the first time, it fixed the lock but broke the app and then the 2nd time it fixed neither. I also talked to Kwikset. I can pull phone records and provide those evidencing my numerous calls for assistance.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. On behalf of my mother and myself, thank your prompt assistance in resolving this dispute.
Sincerely,
[redacted]

January 25, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: May 8,...

2014                         To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has had complications with a door sensor that have not been resolved despite her efforts to replace the sensor and have it repaired.  Ms. [redacted] desires to have her system repaired as soon as possible and a refund for the last 2 months of service. Vivint’s records show that a service visit to Ms. [redacted]’s home is scheduled for February 7, 2018 to address the problem with the door sensor and to inspect the system. To assist Ms. [redacted], Vivint has applied a credit to her billing account in the amount of $139.98, which will cover two (2) months of service fees. Vivint apologizes for any undue delay in resolving this issue with Ms. [redacted].  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 18, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: January 30, 2014                                                   To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he was misinformed regarding the term length of his System Purchase and Services Agreement (“Agreement”). Mr. [redacted] requests that Vivint cancel his Agreement.   At this time, Vivint is willing to cancel Mr. [redacted]’s account without penalty.                       Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] signed a System Purchase and Services Agreement.  Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement is to ensure that the customer understands Vivint’s offer, and confirm the terms and conditions. Our records show that Mr. [redacted] signed the Agreement on January 30, 2014.   Upon signing the Agreement, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $60.99 each month during that term. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Despite the information mentioned, Mr. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 2008           To Whom It May Concern:I have reviewed...

the information provided by [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted] satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: May 7,...

2013          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he sent Vivint a written 30-day notice of cancellation and that he is out of his contract term, but that Vivint continues to bill him and says that he agreed to a renewal of the contract over the phone.  Mr. [redacted] desires cancellation of his service and automatic payments immediately.  At this time, to assist Mr. [redacted], Vivint agrees to reduce the remaining balance of his Agreement by 55%.  Should Mr. [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $481.76; however, with this discount the total payoff amount would be $216.79.  Vivint’s records indicate that Mr. [redacted] signed an Agreement on May 7, 2013 with an initial term of sixty (60) months.  Mr. [redacted] did not extend the term of his Agreement over the phone, but his initial term has not been fulfilled at this time and that is why Vivint continues to charge his monthly service fees. Vivint is not currently drafting Mr. [redacted]’s payments automatically.Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time; however, if Mr. [redacted] wishes to take advantage of the reduced payoff explained above, he may contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer